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Tom Champion In 2017, we conducted one of the most comprehensive customer surveys on Customer Experience in the Australian market. It’s called the CX Index. And the results may upset banks, but that’s too bad – this is what the customers think. In sum, customers ar…
The Australia Customer Experience Index (CX Index™) data for 2017 is in, and there’s bad news: CX quality in Australia has worsened and there are no true leaders. This isn’t Forrester’s opinion — it’s how 9,000 Australian customers graded their recent …
Employee Experience is not a new concept, but more and more CX professionals are dedicating their careers to it. We spoke to CX professionals who either report to HR leaders or who have a joint Customer-HR remit as part of new research to decipher wher…